Digital Exclusion

Debate between Angus Brendan MacNeil and Justin Madders

Wednesday 28th February 2024 Westminster Hall

[Justin Madders]

I thank my hon Friend for his intervention. He is right. Age UK conducted a survey in 2022 on the trends in digital technology for those over 65. It found that in total there are about 2.7 million people over the age of 65 who do not use the internet, which is about one fifth of that population group. Similarly, it was found that over 40% of the over-75s were unable to turn on their device and successfully log in, and 47% were unable to find and open programs. Those are people who had internet access. That aspect is sometimes overlooked. For someone who has grown up in the world of computers, using them seems like second nature, but to some people it is something that they just cannot deal with.

[Angus Brendan MacNeil (Na h-Eileanan an Iar) (Ind)]

The hon. Gentleman has really touched on what a lot of people feel in their daily lives: digital exclusion. So much of life today talks about inclusion. Is it not time the Government and business looked for strategies to enable digital inclusion for the wider public? We know from our postbags and everything else that people have real difficulty with this. I congratulate the hon. Gentleman for taking this matter forward because it is something that touches so many.

[Justin Madders]

I thank the hon. Member for his intervention. I will come on to some questions and challenges for the Government. The fact that we have so many Members here suggests that many things that we deal with as Members of Parliament are a result of digital exclusion.

[Justin Madders]

I thank the hon. Lady for her intervention. I suggest she talks to the leadership of the council to see whether an accommodation can be reached. Services should be available at the same price to everyone, regardless of their digital access.

I will not take any more interventions because I realise others wish to speak, but I will talk briefly about the banking sector, which has seen many branches close across the country, including in my own constituency of Ellesmere Port and Neston. In Neston there are no banks any more and Ellesmere Port has lost some. The nearest offline options for customers of the banks are often a significant journey away. With public transport the way it is, it is not always easy. Banks now expect customers to switch to online provisions, but that is not possible for some people. Even if they can do that, there is increased hesitation because of concerns about online fraud. Being able to access banking facilities readily should be a basic tenet of our society. At the moment, it is too difficult for too many people.

Car parking payment is another area that has increasingly moved online. App-based payment systems are becoming commonplace, but those without smartphones can find that difficult. Even when they have a smartphone, they may not have the knowhow or mobile data to download the app, meaning they can sometimes struggle to pay for car parking. One of my constituents, Keith, said:

“My problem is with car parking. Everything is done through the phone, and if you have an old phone it is a problem downloading an app while standing in the rain, with an impatient queue behind you.”

He is, no doubt, not alone. This is mainly a problem with private parking outfits. To be fair, my local authority does offer the alternative of paying in cash for the machines, but they do not always work. In relation to local authorities, Age UK has highlighted the difficulties in making applications for blue badges, housing support and council tax reductions.

In London, Age UK used a combination of freedom of information requests and mystery shopping to see how offline services were provided. It found that 17% of those responding did not offer any of those services offline. One quarter did not offer online access to blue badge applicants, and almost one third did not offer council tax reduction services offline. It also found that half of those claiming to offer those services offline were unable to point the mystery shopper to the information that would enable them to access those services. There were problems with waiting times in phone queues, as well as call handlers not being aware of the offline offer for services.

I want to be clear that this should not be misconstrued as an attack on local authorities. I know the level of cuts they have had to face since 2010. I am delighted that my local authority, Cheshire West and Chester, has introduced a call-back service, which is available for those unable to complete online forms. It directs people to a number to secure assistance. That is an example of best practice that should be spread across the whole country.

Before I wind up, I want to touch on the impact that the issue can have on people. Age UK has noted that this trend has a profound impact on older people. It causes many more people to feel lonely, frustrated and overlooked. Those feelings are completely understandable. It is about time that society realised that not everyone walks around with a smartphone, nor has the confidence to use one. It is all well and good saying people can use their rights under equality laws to ensure they are not denied access, but even that is dominated by online processes.

I suggest that most services do have an offline option, but it can be extremely difficult to access. We have heard that many of the organisations offering those services do not tell people they exist. In reality, that could be taking someone to a computer and taking them through that system. That is not really offering an offline service; it is just pointing people to a computer. Will the Minister advise whether any consideration has been given to providing local authorities with some support, practically and financially, to promote best practice, to ensure that people are able to access services offline?

Charities, businesses and interest groups have long been calling for an updated digital inclusion strategy. The previous one is rapidly approaching its 10th birthday, and was due for an update in 2020. These calls were also heard resoundingly by the House of Lords Communications and Digital Committee, which said last year:

“The Government has taken its eye off the ball.”

It had no confidence that it remained a priority.

In defence, the Government claimed there was no need for a new strategy and that the principles remained relevant. I disagree: it is clear that the digital landscape has altered massively in the past decade, since the strategy was first written. Putting to one side the rapid changes in technology, the strategy has no mention of affordability, which is still a huge issue. It cannot have considered the rapid shift we are seeing to online services. Do the Government now accept that a new strategy needs to be created? Can the Minister update the House on whether they are considering doing so?

Will the Government also reconsider their approach to providing training? They do offer the essential digital skills qualification to provide some training free of charge. Organisations, such as the Good Things Foundation, believe those courses are too big a step, and are not meeting the needs of the digitally excluded. Many people are not interested in gaining formal qualifications. They just want to be able to undertake basic functions and access services in a community setting.

[Angus Brendan MacNeil]

Will the hon. Gentleman give way?

[Justin Madders]

I give way one more time.

[Angus Brendan MacNeil]

It is not just those who are digitally excluded. There are various levels of digital exclusion. The other week I was in touch with my mobile phone company and I felt digitally excluded from EE, trying to get through the gates. The issue is not just about those who we assume are digitally excluded in all areas; some of us are digitally excluded in some areas, given the levels of sophistication that are coming in. As the hon. Gentleman says, things have changed so much over the past number of years.

[Justin Madders]

I am grateful to the hon. Member for his intervention. As my hon. Friend the Member for Hammersmith (Andy Slaughter) said, sometimes organisations will use that as a way of rationing access. Many hon. Members who have tried to cancel a contract will know that it is very difficult and they have to go through a series of gateways.

I will conclude because I know many other hon. Members want to speak. I do not want to stand in the way of progress, but we must be careful not to leave people behind. We need cast-iron, enforceable commitments that all services, whether public or private, can be accessed in person. There will always be people who, for whatever reason, will not be able to access services online, and there will always be situations where individual circumstances need to be explained in person. That right needs not just to exist on a piece of paper but to be exercisable in reality. Signposting to in-person options should be clear and easy to use and not something that should be squirreled away just to fulfil a duty that is not actually accessible in practice. We would not tolerate people being denied access to services on any other basis so we should not tolerate it on this basis either.